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Outlook 2003 won't connect to Exchange.  OWA will.

Posted on 2004-04-28
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Last Modified: 2012-06-27
When I open Outlook 2003, an error appears:

"The connection to the Microsoft Exchange Server is unavailable..."

However, this client can access via OWA.

Not sure what caused this to begin occuring.  I upgraded the clien'ts CPU, RAM, and flashed a new BIOS.  All other networking activity is fine with this client.

Thanks.

John Slauson
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Question by:jslauson
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by:bwinzenz
ID: 10940976
This sounds like a client problem, not server.  Can you try and create a new Outlook profile and see if you can log in with that?  Also, can this user log in using Outlook on another PC?  Can another user log in using Outlook on this PC?  You should also check name resolution.  Ping the Exchange server by NetBIOS name and FQDN and make sure that both resolve to the correct IP.

Ben
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Author Comment

by:jslauson
ID: 10941218
Just to warn you what your working with...I'm not a Network Admin by any stretch.  I'm a small business owner that "pretends" to be a Network Admin at times.

I'm certain however that this is a Client problem...not a Server issue as you suggest.

I can ping 192.168.16.2 (i.e., the Exchange Server's IP)
I can ping adaptickdc01 (i.e., the Exchange Server's NETBiOS name)
I cannot ping the FQDN (i.e., adaptickdc01.adaptick.local...I "think" that is the FQDN).

Thanks.
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Expert Comment

by:Guzmanmiami
ID: 10941331
How is the client connecting POP3 or MAPI?  This would be under tools and services.  If they connect with an Internet connection and not an Exchange server it is POP3 and this would have to be enabled through the Active Directory settings for Exchange.  If they are connecting Via Mapi does the "check name" function work?
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Author Comment

by:jslauson
ID: 10941536
It is via MAPI.  And the "Check Name" does not work.  It errors out with:

"The action could not be completed.  The connection is unavailable...Outlook must be online or connected to complete this action."

I've also tried unchecking the "Use Cached Exchange Mode" checkbox in that same dialog to no avail.

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Expert Comment

by:rstumbaugh21502
ID: 10941834
Have you tried switching Outlook to online from the offline mode? If you click on File and then you see a check by work offline, you just need to click work offline and it will switch to online. Of course, you connection problem may be why you are in offline mode anyway.
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Expert Comment

by:bwinzenz
ID: 10941900
Sounds like you are doing pretty well for not being a network admin by trade :-)

OK - if you cannot ping the FQDN, that means that there is a DNS problem, although before assuming that, you should check to make sure that is the correct domain name.  Is the client obtaining it's IP address via DHCP?  If so, verify that DNS server(s) have been assigned.  You can get additional info from ipconfig by using the /all switch at the end (ipconfig /all).  Included in the ipconfig information should be the primary dns suffix.  That would correspond to the domain name portion of the FQDN.

Outlook uses DNS to resolve the Exchange server.

As a temporary workaround (to see if it definitely is DNS), you can open up the local hosts file (c:\windir\system32\drivers\etc) and add a line in there with the FQDN of the Exchange server.  If that fixes it, you definitely have a DNS problem.  ALso, as mentioned before, what happens if you delete and re-create the Outlook Profile?

Ben
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Expert Comment

by:Guzmanmiami
ID: 10942291
Not sure but you may have an active directory issue.  To resolve and connect you must connect to a Domain Controller.  That domain controller holds the active directory information about exchange and what server that user will connect to.  If it cannot connect to the DC and resolve the name, it can't get to the Exchange Server.  
Another possibility is the name you are using is somehow different and it doesn't resolve to another name.  For example.  If I had only 1 user and it was John Smith with no alias and I entered Tom Jones as the user it would not resolve to John Smith.  If however I entered J Smith in the name it should resolve the name and assign that account to the Outlook Client.  A good example is I was putting in brobertson as the mailbox name.  His user name was
You do not have to use the FQDN to connect.  You should be able to use the name of the server alone.  If not try using the IP address.  That would indicate some sort of DNS issue.
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Author Comment

by:jslauson
ID: 10942792
In Mail Setup, I tried putting in the IP address (192.168.16.2) rather than the Name for the Exchange Server.  Still no luck.

I find it strange that all other network activity is fine with the client (web browsing, OWA, printing, etc.).  The DC and Exchange run on the same computer.  
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Expert Comment

by:Guzmanmiami
ID: 10942828
Is the user logging on locally or to the domain?
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Author Comment

by:jslauson
ID: 10942873
To the domain, "Adaptick"
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Expert Comment

by:Guzmanmiami
ID: 10942885
Try this article.  Probably not an NT client but look at the RPC service.
http://support.microsoft.com/default.aspx?scid=kb;en-us;194423
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Author Comment

by:jslauson
ID: 10950002
The RPC service was "started".  The RPC Locator service was stopped, so I started it.  Still no luck though.

I am running Windows 2000, btw.
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Author Comment

by:jslauson
ID: 10951078
Deleting and re-adding an Outlook profile does not help.
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Expert Comment

by:Guzmanmiami
ID: 10951232
Ok here's something to help troubleshoot.  At a basic level if you cannot get to the RPC port on the exchange server than you will never get anywhere else.  Try this command....
Telnet (serverip)xxx.xxx.xxx.xxx 135.  If you get....
.Could not open a connection to host on port 135 then you arent getting the first stage done.  If you get a blank screen it is connecting the rpc port.  
http, pop3 and smtp communicate differently than mapi.  Mapi first connects on the RPC and is randomly assigned higher port numbers to communicate on.  
Is there any sort of firewall on the client?  If so can you disable it temporarily.
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Author Comment

by:jslauson
ID: 10951277
telnet 192.168.16.2 135 worked !
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Author Comment

by:jslauson
ID: 10954402
Guzmanmiami,

When I say it work...I don't mean that my problem is solved.  I just mean that I can telnet in via port 135 to that IP address.

Thanks.
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Expert Comment

by:Guzmanmiami
ID: 10959040
Ok well that means you can talk to exchange directly.  Have you seen this article?

http://support.microsoft.com/default.aspx?scid=kb;en-us;q155048

Also in the Active Directory look in Exchange Advanced tab and make sure
Hide from Exchange Address LIst is not checked.  Also check the server name and alias the Exchange General reports to match the configuration on the client.  
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Author Comment

by:jslauson
ID: 10962055
Some progress.

That article helped.  Here is the latest:

1.  When Outlook starts, it prompts for "Choose Profile".
2.  If I click "New" it prompts for new profile name.  I enter "John Slauson"
3.  The Email Accounts wizard appears.
4.  I choose "Add a new email account" then NEXT
5.  I choose "Microsoft Exchange Server", then NEXT.
6.  I enter the FQND of the Exchange Server (i.e., adaptick.adaptick.local)
7.  I enter my "User Name", jslauson and click the "Check Name" button.  It fails to resolve.
8.  I enter my IP Address of the Exchange Server (i.e., 192.168.16.2)
9.  I enter my "User Name", jslauson and click the "Check Name" button.  It RESOLVES !!  The strange thing is that it resolves immediately when I use the IP Address and then it changes to the FQDN.
10.  When I try to OK into Outlook with the new profile it errors with "Unable to open your default email folders.  You must connect to Microsoft Exchange Server with the current profile before you can synchronize your folders with your offline folder file."

So...by my estimation, this now looks like 2 problems:
1.  DNS issue
2.  Outlook Profile issue

Does this help shed some light for you?

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Expert Comment

by:Guzmanmiami
ID: 10962685
Well maybe.  Yes I agree you have some sort of DNS issue but that should not be stopping you from getting in if you have the IP.  

See if this helps.
http://support.microsoft.com/default.aspx?scid=http://support.microsoft.com:80/support/kb/articles/Q156/3/04.asp&NoWebContent=1

It almost sounds like you are having authentication issues as well.  It is the same user id logging on to the domain right?
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Author Comment

by:jslauson
ID: 10963658
Yes.  Same User ID.
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Author Comment

by:jslauson
ID: 10963802
First off, I'm a bit clueless about the difference between a "profile" and a "mailbox".  

I can start Outlook and it appears to be in "online" mode (i.e., File | Work Offline is unchecked) using my "jslauson" profile.  In the left navigation bar appears my "Mailbox - John Slauson", however, when I attempt to expand it, I get

"Unable to expand the folders.  The set of folders could not be opened"

The HELP that appears along with this error says the following:

This error usually appears if the OST or PST file you are using is:
Unavailable
Protected with file permissions
On a share on a server and the network is down
Corrupt
To correct this problem, store the OST or PST file on the local computer.
You may also want to run the scanost.exe and scanpst.exe tools to verify file integrity.
More information about this error message online.

I have run the scanpst.exe successfully...the scanost.exe won't run.

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Author Comment

by:jslauson
ID: 10979447
This problem seemed to "fix itself" after having run a Windows Registry Cleaner and a TEMP file cleaner from:

http://www.glocksoft.com

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ID: 11242736
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